Information Technology Officer 2nd Level Support

This selection procedure is an ideal opportunity for applicants to join a fast-paced job and to work on large-scale IT systems in the area of Justice and Home Affairs. As part of a team of Information Technology Officers, the future job holder will ensure the 2nd line of support for SIS II, EURODAC and VIS/BMS applications in close collaboration with the internal and external involved parties (1st line support, Network Administrators, System Administrators, Application Administrators, Security Administrators, Service Owners, contractors) The 2nd line support team is in charge of the technical activities necessary to ensure that the business systems function in line with the agreed Service Level Agreements. This position will require shiftwork to operate in a real-time 24/7/365 environment. The main duties of the job holder will be the following: • Ensuring the 2nd line of support on a 24/7 basis for all eu-LISA business applications, in close collaboration with the involved parties (1st line support, Network Administrators, System Administrators, Application Administrators, Security Administrators, Service Owners, contractors, etc.); • Receiving, investigating and resolving incidents, problems and service requests related to the application, network, systems within her/his competence and coordinating with the internal technical experts or respective vendors, in case it is required, for resolution; • Proposing appropriate actions to proactively ensure the respect of all Service Level Agreements; • In case of incidents or problems, taking the timely corrective actions to ensure the respect of the Service Level Agreements and follow up with the vendor until the correct resolution; • Maintaining the applications of the IT systems, managed by the Agency and preparing/implementing possible new technical functions for the existing applications; • Keeping up-to-date all the systems documentation, including contacting and coordinating the gathering of the required inputs from different parties to ensure the completion of the documentation; • Maintaining and administering the user environment if required; • Participating in the reporting on the functioning of the IT systems, contributing to the management of the databases of the IT systems, ensuring that any change is reflected in the appropriate documentation; • Coaching and sharing the knowledge with other internal parties. The successful candidate may be required, at times, to assist in other areas of the work of the Agency according to needs and priorities, as planned and defined by the Head of the Unit.